Sabarmati Gas Limited (SGL) is a joint venture between the Gujarat State Petroleum Corporation and Bharat Petroleum Corporation Limited. The company is a key player in the Indian city gas distribution (CGD) sector. It was established to develop a CGD network in north Gujarat, across the five districts of Gandhinagar, Mehsana, Sabarkantha, Aravalli and Patan.
It is a procedure-oriented, customer-centric company focused on expanding its CGD network, and increasing its volume of business, sales turnover, profits and market penetration. In the whole spectrum of retailing of natural gas, SGL predominantly serves domestic, industrial and commercial and non-commercial customers through piped natural gas (PNG) and automobiles through its compressed natural gas (CNG) outlets.
Following industry trends, SGL has been actively deploying various modern technologies to ease its business operations, retain customers and enhance the consumer experience. The introduction of online bill payment platforms is one such example. SGL provides customers with the option of making payments through the “Online Payment” or “Quick Pay” portal, which has simplified the process of online bill payment. Gas consumers can make payments through debit cards, credit cards, internet banking, mobile banking, cash cards, etc. Customers can also view their last three invoices, payment receipts and requests, and check and update their account information. Thus, they no longer need to worry about long payment queues. It also offers other value-added services to customers, in addition to a portal for active tenders. Further, the utility has introduced a “Dial before Dig” option on the “Safety” portal. This is essentially a telephone service that can be used by consumers/other citizens before taking up digging activity. The move aims at safeguarding the pipeline network from physical/external damage. SGL also provides online forms to apply for a new gas connection. Other online services include service request forms, profile/enquiry forms, PNG application forms and vendor registration forms. Another innovative initiative of the company is the “Screen Reader Access” portal. This facility aids customers with visual impairment. The company has introduced it to help them access the website using assistive technologies like screen readers. The SGL website also has a 24×7 emergency contact number and a customer care number, which is operational only during office hours. In addition, SGL has set up customer care centres at every 30 km in its network area across all the major towns covered by SGL. SGL’s website displays the locations of all the CNG stations. Further, the company has a webpage for suggestions and complaints. Through this service, consumers can post their comments and feedback.
SGL has undertaken a number of steps to streamline its business by employing the latest innovative IT techniques. While such measures help companies in saving costs, improving services and increasing overall operational efficiency, consumers stand to benefit equally by gaining easy access to services. All of this ultimately leads to customer satisfaction, which is the core of business prosperity.